Hybrid/Local Help Desk Analyst

InnoSoul, Inc.; Raleigh (NC); Hybrid; USD 52,000 - 68,000; Full time

Job summary

innoSoul, Inc. is seeking a Hybrid/Local Help Desk Analyst to provide application and production support for PATH NC/CWIS systems in Raleigh, NC. The role involves assisting external customers and service providers, focusing on software/applications rather than hardware.

Ideal candidates will have PATH NC/CWIS experience, strong customer service skills, and the ability to troubleshoot issues across cross-functional teams while coordinating with development on system changes.

Qualifications

• Experience with browser-based applications.
• Experience researching, analyzing and interpreting automated system problems.
• Experience in an Application Support-based help desk environment.
• Working knowledge of social services and Child Welfare program.
• Broad knowledge of PATH NC application and functionality.
• Experience in phone-based customer service roles.

Responsibilities

• Monitor and address issues that front-line Help Desk staff cannot resolve.
• Diagnose root causes and resolve isolated problems.
• Escalate broader or system-level issues to the development team as needed.
• Collaborate with business and technical teams to troubleshoot and analyze issues.
• Reproduce, isolate, and document complex problems; test fixes/patches.
• Assist with staging or test environment setup when required; suggest product improvements.

Skills

Browser-based applications

Problem analysis

Application support

Social services knowledge

PATH NC knowledge

Customer service

Tools

PATH NC

CWIS

Job description

Job ID: NC-808877

Hybrid/Local Help Desk Analyst with Application/Production Support, social services/Child Care/Providers, CWIS/PATH NC experience

Location: Raleigh, NC (NCDHHS-NCFAST)
Duration: 12 Months

Skills:

• Experience and knowledge of browser-based applications. Required 3 Years
• Experience researching, analyzing and interpreting automated system problems. Required 5 Years
• Experience working in an Application Support-based (not hardware) help desk environment. Required 3 Years
• Working knowledge of social services and Child Welfare program. Desired 2 Years
• Broad knowledge of the PATH NC application and functionality. Desired 1 Years
• Experience in phone-based Customer Service focused roles, being able to think and respond quickly to customer questions. Required 3 Years

Description:

CWS/PATH NC Help Desk requires the services of an Application/Production Support Help Desk analyst to assist with production support analysis and resolution of PATH NC issues.

Overview

• Application/Production Support role for the Child Welfare/PATH NC application.
• Provides assistance to external customers and service providers using the system.

• Requires strong customer service skills.
• A working knowledge of North Carolina's Child Welfare program is highly desired.
• Focuses on application support rather than hardware.
• Requires moderate technical and troubleshooting experience.

Operations & Maintenance (O&M) Support Responsibilities

• Monitor and address county issues that front-line Help Desk staff cannot resolve.
• Diagnose issues to determine root causes.
• Resolve isolated problems when possible.
• Escalate broader or system-level issues to the development team as needed.

Technical & Cross-Team Collaboration

• Work closely with business and technical teams to troubleshoot and analyze issues.
• Reproduce, isolate, and document complex problems.
• Provide resolutions using temporary process changes and support testing of fixes and patches.
• Assist with staging or test environment setup when required.
• Recommend product or process improvements based on observed trends or patterns.

Coordination & Communication

• Serve as a liaison between Business, Program Management, System Development, and A&I Technical Architecture teams.
• Support the coordination, budgeting, approval, and implementation of system change requests.

innoSoul, Inc. is an Information Technology company and offers technology solutions in various platforms to different business domains. More specifically, business solutions for Application Development, System integration, network or software installation support, Custom Web Development, Hosting solutions. Our value-added solutions leverage technology to enhance business performance, increase productivity and secure data.